Analyze IVR and caller behavior data to identify trends and issues; extract and clean data with SQL and Excel; build Tableau dashboards and reports; collaborate with engineers and product owners to define analytics needs; provide actionable insights to improve IVR design, operations, and customer experience; present findings to technical and non-technical stakeholders.

Lead and coordinate the end-to-end SOC 2 Type II certification: planning, control design, implementation, evidence collection, vendor coordination, audit preparation, and stakeholder communication across Security, IT, Engineering, HR, Legal, and Procurement to achieve successful external audit completion.